cancelled orders no longer in accessible

[SageNThymeDesigns]

I just cancelled an order for non-payment and when I went to retrieve the order information this is all I got:
********************************
Order #1045561077 on Oct 6, 2015
This order was cancelled on Oct 11, 2015.
Receipts for cancelled orders are not available.
*********************************
I can access receipts for orders cancelled in February 2015, but nothing since then. Anyone know what's going on???
I save all the emails I get from Etsy when a purchase is made, but that receipt only shows the payment source, not that the order was marked as "not paid". I've never seen an order marked as "not pair" before- it wasn't marked as 'pending' which can happen when payment is made via Paypal by an e-check. After 5 days I cancelled the order.

[fishcouple]

For some reasons, my cancelled orders all stayed in my "open orders" folder even though I cancelled and refunded fully. It shows that they were refunded fully but never moved to "cancelled orders" folder.

I wish they could just be moved to the cancelled orders folder because every time there's a new order, I need to count them in (e.g. I have 5 cancelled orders, and if I have 3 new orders, it shows 8 orders in open order).

[CircusOfCelebrations]

Joann, I am not able to access receipts for any of the orders that were cancelled, even the older ones. Perhaps they had a problem with people using the receipts for fraud.
Fishcouple, I just had a customer change her mind right after paying. First, I refunded the order, and thought I had cancelled it too, but I hadn't. So it stayed in the open page. Then I cancelled it, and it was there for a couple of days. I think Etsy emails the customer and then the customer has to agree that it has been cancelled. If you find it is indeed cancelled, not just refunded, then I would message them and ask them to confirm the cancellation.

[SageNThymeDesigns]

I don't think the customer has to 'approve' the cancellation. They tell you it can take a few business days for the order cancellation to be fully processed, so I think that's why it stays in your open orders listing for a few days. When using the computer my cancelled orders show up highlighted in pink, say 'refunded' and won't let you print the shipping label. Using the phone it's impossible to tell they were canceled and I too count them.

I'm going to start printing or copying the receipts and order record before I cancel any more orders since apparently Etsy deletes that information. I just wish they'd told us before making this change....

[fishcouple]

Thank you! My cancelled orders were all due to the customers' requests. They requested to cancel after they placed an order. Actually I felt it a bit bothersome when I see all those cancelled orders stacked in my open orders. I have them since February and I have no way to delete them. I recently stated that in my policy that I don't take any cancel orders or returns unless it's my mistake.

I never thought about copying them or keep a record because those deals never materialized. They paid, and I fully refunded.

[StuckOnSilver]

I have been able to remove all my cancelled orders from the Open Order cache but I can't remember how to do it. Once the refund has been issued you should be able to delete the order.

[fishcouple]

I'd really want to know how to delete them so my "open orders" are always what it is. :)